Tracking e-mail from shared inbox in Outlook client

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Our client has 30 agents that currently pull e-mail from a number of shared inboxes using Outlook 2007.

We'd like to introduce Dynamics CRM to track e-mail but I found there are some limitations when using the Outloook CRM client for tracking. The goal is that agents continue to receive e-mail through the shared inboxes, but then also have the ability to manually track relevant conversations in CRM for future reference (Contact History). However, we also want to automatically track items in CRM, e.g. responses to previously tracked e-mails or e-mails fropm known CRM contacts.

Can this be achieved with a shared inbox?

My understanding is the Outlook client is designed to only "monitor" the personal inbox of a user. Making items "trackable" in a shared inbox can only be achieved by some workaraound (as documented here: http://quantusdynamics.blogspot.co.uk/2013/02/dynamics-crm-2011-outlook-client-how-to.html). But I am very unsure if/how automatic tracking of e-mail (replies etc.) in a shared inbox be achieved?

BTW: I can see two potential workarounds:

1) Force users drag each e-mail into their personal inbox first. This might technically work, but very questionable from a process standpoint.

2) Using the CRM e-mail router with queues etc. This is not an option here

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Nuno Costa 1,300 on at

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RE: Tracking e-mail from shared inbox in Outlook client

Hi Joe,

Regarding automatically tracking emails you want to look at forward mailboxes using e-email router:

This article provides detailed information on this subject:

community.dynamics.com/.../email-router-demystified-explanation.aspx

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Community Member on at

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RE: Tracking e-mail from shared inbox in Outlook client

Thanks for your rapid response, Nuno!

Very interesting article. However it does not provide new insights for my Outlook Cient/Shared Inbox Tracking scenario.

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Anjali Raj on at

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RE: Tracking e-mail from shared inbox in Outlook client

Hi Joe,

As Nuno informed forward mailboxes using e-email router can track those email's . In case of manual and automatic tracking through outlook you have to force users drag each e-mail into their personal inbox first and then track it .

Note - Tracking in outlook is only possible if that mailbox is marked as default in Outlook.

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jlattimer 24,562 on at

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RE: Tracking e-mail from shared inbox in Outlook client

Check out this article from Donna Edwards: Email Tracking for Delegate Mailboxes in Microsoft Dynamics CRM

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spiels 15 on at

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RE: Tracking e-mail from shared inbox in Outlook client

You can also try 3rd party email tracking services. I've used tools like Spypig and Readnotify in the past. New companies like ContactMonkey now offer email tracking for Outlook too. They all seem pretty simple. Hope this helps.

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Community Member on at

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RE: Tracking e-mail from shared inbox in Outlook client

Thanks Chetan, I got the same information after opening a ticket at MS Support. However I believe forcing users to drag email into their personal inbox is not a viable solution.

Will explore the Email Router/Queue option now. This doesn't provide this nice Outlook integration though...

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DataMan on at

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RE: Tracking e-mail from shared inbox in Outlook client

Hi Joe, did you find a solution in the end?

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Community Member on at

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RE: Tracking e-mail from shared inbox in Outlook client

Unfortunately no.

Both options (Manually dragging into personal inbox / CRM Email Router) were not acceptable for the customer.

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DataMan on at

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RE: Tracking e-mail from shared inbox in Outlook client

Ahhh, that's a pity! Thanks for the reply.

We kind of had it working about six months ago. We setup queues on our shared mailboxes, and users who had the outlook connector installed and access to the shared mailbox could see the emails being tracked by the queue. They could then use the convert to function from the shared mailbox as the item was already being tracked. The down side of this, every email was tracked. However it stopped working! I can't work out what changed. We don't manage our exchange environment, so the only conclusion I could come to, was that a patch was applied.

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Community Member on at

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RE: Tracking e-mail from shared inbox in Outlook client

Hi Joe,

I am not quiet sure why no one has figured this out yet. The solution is very simple.

You can add the shared mailbox as a separate mailbox and outlook and track it straight away.

Go to outlook, add another account

Your name : Shared Mailbox

Email Address: SharedMailbox@Domain.com

Password : "Leave it blank"

and Click on Next.

You'll see a pop up window with options to enter username and password. Enter your username and password here.

username : Username@domain.com

Password : your login password.

Restart the outlook and done.

Warm Regards,

Abhiyan

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